How to contact us if you've received excellent service, or if you need to make a complaint.

Employee excellence

If you've received outstanding service from a UCAS employee, we'd love to hear about it!

Your positive feedback helps us continually improve the way UCAS interacts with customers, so we can offer exceptional service as standard.

Simply let us know:

  • the employee's name
  • what they did
  • why they deserve recognition

We'll make sure your appreciation is passed on!

Please email your comments to employeeexcellenceawards@ucas.ac.uk.


How to complain

We’re sorry if you feel you need to complain. Letting us know when and why you are not happy gives us the opportunity to put matters right for you and improve our service for everybody else. No matter how you communicate with us, we’ll listen and endeavour to act on your needs.

To help us resolve your complaint, we’ll need:

  • your name
  • for applicants, or if you are complaining on behalf of an applicant, please provide your UCAS Personal Identification number, so we can access your application
  • for schools or colleges, please provide your UCAS centre number
  • a description of your concern
  • what you’d like us to do to put things right

It is important to know that we are not an ombudsman and do hold authority over the processes and decisions of other organisations. Any complaints about the decision made by a Uni, College or Conservatoire whether to offer a place on a course, would need to be raised with them directly. For full details of what complaints can be raised with us, and how we handle them, please see our complaints policy (247.51 KB).

Telephone

Many of our customers find the easiest and quickest way to sort things out is by picking up the phone. Often the person you speak to can resolve your complaint there and then. Our Customer Experience Centre can be reached by calling UCAS Undergraduate on 0371 468 0 468 – or +44 330 333 0230 from outside the UK (international call rates apply). For other application schemes, please go to our Contact us page.

Our normal opening hours are 08:30 – 18:00 (UK time), Monday to Friday.

Online

It's sometimes easier to type out a quick message, so feel free to email us at complaints@ucas.ac.uk. Once you've contacted us, we'll do our best to resolve any complaints within five working days. If we need more time to complete our investigations, we will keep you updated regularly with our progress. We will usually get back to you by email.

Letter

Following Government advice, our office is now closed, although we're all working remotely to support you. Therefore, we cannot collect any correspondence sent to us by post.